Safaricom Careers Kenya. HoD. Customer Experience
Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
HoD. Customer Experience
Ref: CC – HCE - FEB. 2013
Reporting to the Director Customer Care, the job holder will be responsible for the formulation and execution of the business customer experience strategy through cross-functional engagement to improve our
overall
customer satisfaction. Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
HoD. Customer Experience
Ref: CC – HCE - FEB. 2013
Reporting to the Director Customer Care, the job holder will be responsible for the formulation and execution of the business customer experience strategy through cross-functional engagement to improve our
She/he will work together with Business Units to deliver on a Single Customer Retention Strategy, with specific focus to the High Value Customer Segment.
The successful candidate will be responsible for;
Developing & delivering the customer experience strategy through engagement with all stakeholders;
Defining and sensitizing the business on the end-to-end customer experience journey;
Together with Stakeholders, driving the development of best practice retention strategies & models for the high value customer segment;
Actualization of the retention strategy leveraging on the Customer Care channel delivery model;
Integrating and continuously reviewing retention & experience initiatives within Customer Care to improve overall customer delight index;
In consultation with the stakeholders design metrics for monitoring & reporting customer experience within Customer Care;
Departmental budget forecasting, actualization and monitoring;
Provide leadership to the team managed as well as cross functional teams in the implementation of practical operational plans with the aim of achieving optimal balance between the use of technology and people to achieve business objectives.
The ideal candidate will possess:
Honors Degree from a recognized university;
7-8 years’ experience in a Call Centre/Marketing division of a blue chip service oriented company; at least 4 years of which should be in a leadership position with strong background in designing & implementing experience & retention strategies;
Project Management skills an added advantage;
Excellent organizational skills and ability to manage multiple tasks across multiple sites and multiple systems;
Strong leadership& management ability to inspire and coach employees to accomplish strategic goals and related tasks;
Good reporting & analytical skills with ability to articulate complex issues and simplify them to facilitate decision making;
Excellent communication and presentation skills;
Detail oriented;
Strong interpersonal skills with the ability to manage internal and external relationships towards SLA compliance;
Good commercial acumen.
If you meet the requirements and are self driven, proactive and up to the challenge, please send your resume and application letter quoting the job reference number to the address below.
All applications must be delivered on or before Thursday 7th March 2013.
The Senior Manager – Talent Acquisition
Safaricom Ltd Nairobi
Via E-mail to hr@safaricom.co.ke
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